Customer Service Coordinator

Job Title: Customer Service Account Handler

Salary: Up to £25,000 per annum

Department: Service

Reporting to: Service Team Leaders

Location: Gillingham, Kent

Hours of Work: 8.30 am – 5.00 pm

Purpose of the Role: Our client has an excellent opportunity for a Customer Service-focused individual to join as a Customer Service Account Handler. The successful applicant will be responding to the service requests within the Fire and Security System Industry.

Key Responsibilities (but not limited to):

• Liaise with Clients and Engineers to book in planned maintenance and remedial works and complete associated tasks. Responsible for the delivery of works within KPI deadlines for service visits and remedial works, ensuring financial viability and commercial correctness.
• Provide Risk Assessment and Method Statements for planned maintenance works.
• Address all emergency call-outs within stated KPIs.
• Maintain a portfolio of clients, occasionally attending client meetings to build and maintain strong relationships, upholding a positive reputation.
• Prompt and accurate response to client enquiries, preventing escalations into complaints and escalating to the Team Leader and Management Team where appropriate.
• Undertake general administration duties, including data entry, and respond to emails and telephone calls.
• Ensure all necessary paperwork is obtained and processed promptly, including (but not exclusively) Worksheets and Purchase Orders, adhering to the company’s ISO procedures.
• Maintain professionalism and a customer-centric approach at all times.
• Ensure communication is maintained throughout the business to maximise cost-saving use of labour and make efficiencies to ensure revenues and margins are maximised.
• Learn roles within and be prepared to provide assistance to the Service Support Team.

Skills:

• Computer literate.
• Good written, oral, and numerical skills; excellent telephone manner.
• Positive attitude towards career development.
• Excellent organisational skills.
• Ideally, a proven history of success within a Customer Service environment.
• Ability to work as a team member, but independently when required.
• Demonstrate an ability to understand matters of a financial nature, including budgeting.
• Ability and desire to learn legal and regulatory compliance for the Fire Industry.